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Seltzer s grandfather died unexpectedly a few months ago, and he immediately paid JetBlue a walk-up fare of $1,258 to fly from Long Beach, Calif., to New York, so he could be with his family. JetBlue then piled on the fees, charging him $20 for a phone booking and then hitting him with a $104 fare differential when he had to change his return flight again.
Seltzer then did what many distraught passengers do after the funeral. He politely asked the airline to adjust airline staff flight tickets the price to a so-called bereavement fare. After all, Seltzer wasn t just a random passenger requesting a fare adjustment, but a loyal, card-carrying JetBlue frequent flier, according to his mother, who contacted me for help.
We recognize this has been a difficult time for all of you and we offer condolences, a JetBlue representative wrote in response to her request for a fare reduction. A crewmember can only sell a fare that is listed on the website when a customer books a flight. We regret the cost was high but when a family member passes, we all are anxious to get out as soon as possible and the fare will typically be higher when you book the same day of travel.
The Seltzers suggest airline staff flight tickets they wouldn t have been as offended when they were hit with a walk-up fare — the kind meant for business travelers with a generous expense account — if JetBlue hadn t amped up its rhetoric about being a more humane way to fly . In their view, claiming JetBlue is humane is like saying United Airlines is friendly.
Seltzer wants me to contact JetBlue to persuade it to do the right thing and partially airline staff flight tickets refund their son s airfare. Not just in the holiday spirit, but also because JetBlue presents itself as an alternative to airlines that hit their customers with fees and gotcha fares and which airs on the side of humanity.
I d be happy to contact JetBlue on the family s behalf, but as I ve previously noted, JetBlue does not seem to enjoy hearing from me. To use their euphemism, they prefer to have a direct relationship with their customers.
Christopher Elliott is an author, journalist and consumer advocate. He's the creator of this website and the co-founder of Travelers United , a nonprofit advocacy group for travelers. You can read more about him on his personal website or contact him at [email protected] .
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